Quality  - About a product being fit for purpose , Quality Assurance  - An approach that involves the whole business focusing on quality, thus aiming to prevent quality problems arising , Quality Control  - A system for inspecting the quality of the goods or services produced and that they are of a good standard , Recalls  - When a fault occurs with a product and the business asks for the product to be brought back so it can be repaired or replaced , Returns  - Goods which customers take back to the shop because there are problems with the quality of them , Reputation  - What customers say and feel about a business. Damage to a reputation can seriously affect a business , Wastage - Finished goods or work-in-progress stock that must be disposed of, normally because of a fault,

4.2 Quality of Goods and Services

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